ServiceNow HRSD Specialist 

Exp level - 4+ years

Job location - Remote / Coimbatore / Hyderabad

Job Summary 

The HRSD Techno-Functional Specialist in ServiceNow will play a dual role, combining both technical expertise and functional understanding of HR processes. The primary responsibility is to bridge the gap between the technical and functional aspects of ServiceNow’s HR Service Delivery (HRSD) module, ensuring seamless integration, implementation, and optimization of HR workflows. This role involves collaborating with HR, IT, and business stakeholders to deliver a robust and efficient HRSD platform that enhances employee experiences while ensuring operational efficiency. 

Key Responsibilities

Platform Configuration & Customization: 

• Lead the design, configuration, and customization of ServiceNow HRSD modules (e.g., Case and Knowledge Management, Employee Document Management). 
• Develop, test, and deploy custom applications, workflows, forms, and reports based on business requirements. 
• Work with IT teams to integrate ServiceNow HRSD with external systems such as payroll, learning management, and other HR systems. 

Functional Expertise & Process Design: 

• Collaborate with HR stakeholders to understand and analyze HR processes, translating them into technical requirements. 
• Define and document business requirements, functional workflows, and user stories to optimize HR service delivery through ServiceNow. 
• Ensure that implemented solutions align with HR best practices, regulations, and organizational policies. 

Solution Delivery & Implementation: 

• Lead HRSD solution implementation projects from inception to go-live, ensuring on-time delivery and quality. 
• Participate in ServiceNow HRSD implementations, including module setup, data migration, and system configurations. 
• Provide leadership during UAT (User Acceptance Testing), defect tracking, and system enhancements. 

System Support & Maintenance: 

• Act as the technical subject matter expert (SME) for ServiceNow HRSD, providing ongoing support and troubleshooting to resolve system issues. 
• Perform regular system audits, updates, and patching to ensure platform stability and performance. 
• Work closely with the IT team to handle integrations, upgrades, and regular system maintenance. 

Stakeholder Collaboration & Communication: 

• Serve as the primary point of contact between HR and IT for HRSD-related projects and system enhancements. 
• Facilitate workshops, meetings, and requirement-gathering sessions to understand stakeholder needs and expectations. 
• Provide regular updates to HR leadership and IT teams regarding system performance, new features, and project progress. 

Data Management & Reporting: 

• Oversee data governance practices within the HRSD module, ensuring that sensitive HR data is securely handled. 
• Design and generate reports, dashboards, and analytics to provide insights into HR service metrics and operational performance. 
• Assist in creating knowledge bases and self-service resources for employees. 

Compliance & Security: 

• Ensure that the ServiceNow HRSD platform complies with global HR policies, data privacy regulations (GDPR, CCPA), and internal security protocols. 
• Administer and manage access controls, ensuring proper security roles and permissions are in place. 

Required Skills & Qualifications 

Technical Expertise: 

• Hands-on experience with ServiceNow HRSD module configuration, development, and maintenance. 
• Proficiency in scripting languages (JavaScript, Glide), and a deep understanding of ServiceNow workflows, UI policies, business rules, and notifications. 
• Strong understanding of API integrations, including REST, SOAP, and other data integration tools for HR systems. 

Functional Expertise: 

• Thorough knowledge of HR processes (onboarding, offboarding, case management, employee lifecycle, etc.) and best practices in HR service delivery. 
• Ability to translate HR business requirements into actionable technical solutions on the ServiceNow platform. 
• Experience with HRSD use cases such as knowledge management, employee document management, and case tracking. 
• ServiceNow Certifications (Preferred): 
• Certified System Administrator (CSA). 
• ServiceNow Certified Implementation Specialist – HRSD. 

Experience: 

• 4+ years of experience in a techno-functional role, with 2+ years of dedicated ServiceNow HRSD experience. 
• Experience working with HR teams to deliver technology-driven solutions within a global or large-scale organization. 
• Project management experience in HRSD implementation, including Agile or Waterfall methodologies. 

Soft Skills: 

• Strong problem-solving skills and analytical thinking to resolve complex technical and functional issues. 
• Excellent communication skills to work with both technical and non-technical stakeholders. 
• Ability to work independently and as part of cross-functional teams. 

Preferred Skills 

• Knowledge of ITIL processes and methodologies. 
• Experience with ServiceNow’s Employee Experience (EX) suite or other HR technology platforms. 
• Familiarity with HR data privacy laws and regulations (GDPR, HIPAA).